Senior Manager, Conversational Design

Founded in 1901, Walgreens proudly serves nearly 9 million customers and patients each day across its approximately 8,500 stores throughout the U.S. and Puerto Rico. Walgreens has approximately 220,000 team members, including nearly 90,000 healthcare service providers, and is committed to being the first choice for pharmacy, retail, and health services.

About the role

The Senior Manager, Conversational Customer Engagement will build and lead a team of designers responsible for creating next-generation, user-centered, conversational voice user experiences for Walgreens customers, patients, and prescribers. This role focuses on platform consolidation, personalized self-service automation (particularly in voice, chat, SMS, and social channels), and seamless transitions from self-service to customer service. The position involves working with Cloud COE support teams, Product teams, Project teams, and cross-functional areas to implement strategies that maximize profitability while championing customer service experience and platform capabilities across the enterprise.

Responsibilities

• Work collaboratively with IVR developers to create user-centered voice interactions.
• Use research, data, and analytics to inform and continuously improve IVR, voice applications, member experience, and drive customer loyalty.
• Advocate for voice-based technology and solutions across the organization.
• Define and promote user-centered design best practices across all lines of business.
• Conduct discovery and context-gathering exercises.
• Create high-level information architecture and sample caller experiences.
• Analyze performance and generate recommendations for optimization.
• Refine experiences based on usability findings and post-deployment analysis.
• Continuously evaluate best practices, methodology, and tools to improve deliverables and maintain alignment with business needs.
• Lead user-centered design and continuous improvement efforts to define, design, and deliver large-scale omni-channel customer service experiences.
• Define platform strategy and technology roadmap for enterprise-grade customer service experiences, including voice platforms for IVR, language technology automation, CTI, queuing, and routing.
• Work with internal stakeholders to generate business justification for customer service experience initiatives and necessary platform investments.
• Provide thought leadership around the evolution of customer service experiences, offering insights, analysis, and recommendations on emerging technologies.
• Plan, develop, and manage large departmental expense and capital budgets.
• Develop and mentor staff through onboarding, open communication, and training opportunities.
• Manage vendor relationships to deliver cost-effective solutions.

Requirements

• Bachelor’s degree and at least 4 years of experience in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry experience; or High School/GED and at least 7 years of relevant experience.
• At least 4 years (with BA/BS) or 7 years (with High School/GED) of experience creating voice user experiences for large enterprises.
• Experience defining information architecture for caller experiences.
• Experience with call flow and conversational dialog design for speech recognition interfaces.
• Experience with voice persona design based on contextual research, demographics, and enterprise branding initiatives.
• Experience with usability prototyping/testing, particularly the “Wizard of Oz” method.
• Experience developing and delivering presentations to various audience levels within an organization.
• Experience planning, organizing, and managing resources to complete specific project goals.
• Proficiency with Microsoft Office Suite.
• At least 2 years of experience contributing to financial decisions in the workplace.
• At least 2 years of direct leadership, indirect leadership, and/or cross-functional team leadership.
• Willingness to travel up to 20% of the time for business purposes (within and out of state).

Qualifications

• M.S. or Ph.D. in Computer Science, Human Computer Interaction, Linguistics, Cognitive Science, Psychology, or demonstrable industry experience.
• Fluency or near-fluency in Spanish.
• Experience with speech recognition, voice biometrics, and speech synthesis software.
• Retail and/or healthcare industry experience preferred.

Pay

The salary range for this role is $115,400 - $196,200 per year. The actual salary offered will depend on factors such as geography, skills, abilities, education, and experience.

Benefits

For details on benefits, visit jobs.walgreens.com/benefits.